The winners are... Capital on Tap. What great words for us to hear at the Welsh Contact Centre Awards held on Friday 19th November at the Coal Exchange, Cardiff. Capital on Tap took the Gold for our Customer Operations Team in the People Development category of these awards, which recognise and celebrate the talent and achievements of organisations, teams and individuals within Wales’ renowned contact centre and shared service industry.
The competition was strong, we were finalists alongside well-established household names including Legal and General, BT, and British Gas. Having only gained a presence in South Wales in 2020, how did we manage to walk away with the prize?
Our People
For us, being in a period of fast growth, it is vitally important that we continue to recruit a talented and diverse team. In 2020, We knew that our impressive growth plans depended on being able to offer a world-class Customer Service offering and therefore we looked to move out of London and find another location in the UK which would focus on delivering this. Cardiff ticked all the boxes for us to set up home. It is a city with 4 Universities, a growing FinTech / Financial Services / Customer Services industry, has a high quality of living, easy access to London, plus the Welsh are just super friendly! We knew there would be no shortage of talent but how would we attract and more importantly retain them?
The talent in South Wales has not disappointed us, and with the continued development of the team over the last 12 months, we have got closer to servicing our customers within three rings. Wouldn’t it be phenomenal if you could get through to your bank within three rings? Our NPS and CSAT have increased and our Operations Team is at the forefront of our global mission to build an incredible foundation to support future growth.
Due to this amazing talent and with the ability to interact with departments across Capital on Tap, further teams have been established in Cardiff that tended to be solely London based such as FinCrime, Compliance, Credit.
Our Values
Be a Buddy, Deliver it Simple, Just Pilot, these are not just posters on a wall but behaviours we really push all our teams to exhibit. Why? We know that it is these values that make us successful in Capital on Tap (take a look here). Therefore, all our candidates will have an interview that tests their alignment to our values. For us, it is not just about your previous experience, we are confident that our two-week onboarding will teach you all you need to know about Financial Services. Check out our blog by our Talent Partner Tom on what to expect during the recruitment process.
Throughout our onboarding, we are very keen to reiterate that personal development does not necessarily mean moving into a new role. As we grow, mature and launch new parts of our product the learning is never finished! All roles in Cardiff also have very clear progression matrices all linked to our company values. Your 1-1 is not just another tick box exercise but a structured discussion that looks at your performance, knowledge and alignment with these values and our end of year awards celebrate the best and brightest of our talented teams that go out of their way to demonstrate these behaviours.
Our Structure
Being a very flat organisation, we take away the barriers for our employees to approach, interact with and learn from colleagues and leaders of all levels of the business. This is why we have introduced senior manager coffee chats to ensure that individuals have the opportunity to interact with our C Suite. Coupled with our transparency and regular town halls, all agents are promoted to share their ideas, build relationships with and ultimately understand our growth and mission strategies and appreciate the part that they play in this.
Feedback
Capital on Tap truly believes that feedback is key to success and should be something that is championed. Therefore, this year we have looked to determine what great feedback looks like at Capital on Tap. We launched a feedback pilot whereby three times per year every employee in Capital on Tap has to reach out to three individuals that they have worked closely with during their time and request feedback either to specific questions they would like answered or by using the model of Stop, Start, Continue. We really challenge people to get feedback from colleagues they would least like it from, as that can sometimes be the most rewarding!
Investment in YOU!
Our paths to progression have been refreshed in order to align closely with our values, but also to provide external training qualifications that our Cardiff teams can utilise their learning budget with. All employees at Capital on Tap receive £1000 each year to spend on their own personal development. In Cardiff, we have had many individuals utilise this in areas such as financial compliance, credit underwriting, root cause analysis, ILM, business administration. These individuals now have roles as Team Leaders, Junior FinCrime Officers, Senior Operations, Junior Project Manager to name a few.
This is just a snapshot of what we do for People Development. We are on a mission to be the best place to work and the best business credit card. In order for us to achieve this, we know it is our people who will get us there. By no means are we the finished article and to achieve this award in such a short period of time we are so chuffed about it. We can’t wait to see what is to come in the future. If you want to join a company that genuinely cares about your development, both personally and professionally, take a look at our careers page or get in touch with a member of the people team!
